Scaled Customer Success Manager - UKI Region

About Notion

Notion is a collaborative AI workspace designed to unify knowledge, projects, meetings, and AI tools in a single platform, enhancing work efficiency and reducing fragmentation. It supports millions of users including individuals, small teams, and large corporations.

Employees, known as Notinos, are deeply involved in shaping the future of work through building enduring, human-centered tools that foster collaboration during the AI era. The focus is on creating value and saving users time for their significant work.

Role Overview

The Scaled Customer Success Manager will handle a broad portfolio of customers across EMEA, facilitating onboarding, growth, and retention through bespoke consultations, trainings, and assistant programs.

This role involves managing extensive outreach campaigns targeting key contacts to boost Notion usage, collaborating with sales teams to enhance adoption, and acting as a product expert to optimize customers’ workflows and return on investment.

Strategically, the manager will focus on activating and expanding high-potential customers, proactively supporting those underutilizing Notion with action plans, and influencing company growth strategies.

Key Responsibilities

• Administer and grow a sizable EMEA customer portfolio.
• Conduct personalized onboarding and training sessions to drive customer engagement with Notion.
• Develop and execute targeted outreach initiatives to improve usage and adoption.
• Collaborate closely with sales partners to reinforce product uptake.
• Represent Notion within client organizations as a trusted advisor for workflow enhancement and maximizing product benefits.
• Identify strategic customers for increased monthly active users and seat count expansions.
• Proactively engage customers falling short of full product utilization to develop and implement success strategies.
• Contribute valuable insights to refine overall growth plans.

Achievements Expected

• Accelerate adoption and upselling of a product widely appreciated for solving diverse business challenges.
• Establish foundational customer success protocols as a pioneer team member.
• Assume a role as a knowledgeable consultant, offering educational sessions and exploring new Notion use cases.
• Provide actionable feedback to product teams based on customer interactions to guide future enhancements.
• Advance professional skills by confronting impactful challenges within a rapidly expanding company.

Required Skills and Experience

• Minimum three years of experience in a dynamic software company environment.
• Proven success in Customer Success or Account Management roles.
• Capability to handle a large account load effectively.
• Strong internal drive to excel and contribute positively within a team.
• Adaptability and enthusiasm for developing within an early-stage team.
• Passion for helping clients achieve growth and success.
• Comfortable with fast-paced, changing business landscapes.
• Aptitude for engaging with new contacts to address business challenges.
• No deep AI expertise required but willingness to embrace AI tools for enhanced efficiency.

Preferred Qualifications

• Experience creating Customer Success processes or playbooks.
• Background in scaled program management or building outreach campaigns.
• Familiarity with Notion platform usage.
• Interest in data insights and prior use of Salesforce and Gainsight.
• Experience as an early employee in a high-growth startup.
• Strong technical abilities.

Compensation and Policies

Notion offers a competitive cash salary, equity ownership, and benefits. Annual total on-target earnings range from €89,000 to €100,000, depending on location, role complexity, and candidate expertise.

Equal Opportunity Statement and Accommodations

Notion is committed to diversity and inclusivity, welcoming applicants from any background and providing reasonable accommodations during the application process. The company does not discriminate based on protected characteristics and considers qualified individuals regardless of criminal record as per relevant laws.

Additional Information

All candidates should have a mindset of continuous learning, curiosity about AI, and a desire to leverage AI collaboration in their tasks, aligning with Notion's commitment to integrating AI into workflows.